CVM Manager (Grade 13) Job Vacancy at TIGO Tanzania | September - October, 2018

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CVM Manager (Grade 13) Job Vacancy at TIGO Tanzania | September - October, 2018
JOB PURPOSE: To drive customer loyalty, focusing on enriching customer experience at each stage of lifecycle to derive better value for customer a well as Tigo, by means of segmentation and targeted approach, focusing specifically on the High Value segment as per Tigo’s commercial strategy In terms of results, we are looking for reduction in customer and revenue churn; increase in ARPU and penetration by means of targeted activities, to derive positive impact on Topline and bottom-line revenues for Tigo

THE WAY WE WORK: You are open-minded, passionate and the way you work energizes others. You are highly skilled in analytics and have consumer focused acumen. You behave with integrity and transparency and you are a team player
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• Use customer segmentation, data analytics and consumer insight/research as strong tools to design and manage a detailed campaign roadmap
• Develop and implement a twelve month BTL roadmap for each key customer segment (HVC, Mass, Youth) encompassing the full customer journey from acquisition, value growth and retention
• Reduce churn for all segments, having specific focus on the High Value segment, by means of predictive analytics and reactive churn control mechanisms
• Increase primary sim penetration in Tigo’s subscriber base by enhancing days of usage, thereby increasing wallet share
• Develop and deploy upsell and cross selling campaigns efficiently, to increase ARPU, especially for the bottom of the pyramid customers
• Develop a customer lifecycle management program, deploy tactical interventions to focus on each stage of customer lifecycle
• Closely monitor the BTL interventions from competition and their performance and use the information to design the BTL strategy for Tigo
• Use innovative loyalty tools to increase longevity of customers, incentivizing loyal and high value customers
• Partner with Sales & Distribution and Customer Operations team to enhance quality of customer acquisition
• Coordinate with Customer Operations, Factory and Pricing team to enhance customer satisfaction
• Ensure specific focus on the High Value customer segment, to deliver the overall commercial strategy of Tigo
• Ensure profitability for business by means of effective business cases for each aspect of campaign roadmap
• Make efficient use of the Targeted Sales System, ensuring smooth delivery of customer experience and accurate tracking mechanisms, also automating the contact policy for all customer segments

• Excellent in analytics and segmentation
• Has a consumer focused acumen
• Financial ability, understands financial implications for the business, makes calculated P&L and budgetary decisions
• Strong program management skills
• Team player, leads from the front
• Has integrity and maturity of thinking
• Technology driven, capable of understanding and using statistical modeling techniques
• University Degree, preferably in Marketing, statistics or commerce
• MBA or Masters preferably in Marketing or statistics (preferred)
• 5-8 years of total experience in telecommunications (Commercial/analytics) and preferably some experience at a middle management level, handling a team
• Customer segmentation, data analytics
• Marketing (brand, pricing, research)
• Finance
• Project Management
• Leadership
• Product Development

"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices"
Only Successful Candidates will be contacted